When the Agent Experience Suffers, So Does Customer Experience Download the Infographic Today’s agents are more stressed out, frustrated, and likely to leave than ever before. Traditional tools don’t help. The only way to systematically improve...
For years, contact centers have relied on post-call surveys and audits to measure customer experience, satisfaction, and agent performance—with limited results. Today, customers are having more conversations with businesses than ever. Each...
Since the pandemic, IT help desks have been overwhelmed with requests for assistance. Help desk ticket volumes grew 35%, causing ticket backlogs, time to resolution, and support costs to grow. For many companies, this influx of requests and now...
Customer experience has already overtaken product and pricing as the number one brand differentiator. Companies that focus on customer experience consistently outperform their competitors. Within contact centers, reducing average handle time (AHT)...
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